Vonage Enhances Partnership with inContact to Provide Enterprise-Grade Cloud Contact Center for Businesses

PRESS RELEASE: Vonage, a leading provider of cloud communications for business, has announced an enhanced partnership with inContact. The combination of Vonage’s UCaaS cloud solutions, Quality of Service (QoS) via its nationwide MPLS network and SD-WAN solution, SmartWAN, and inContact’s industry-leading contact center technology, delivers an unparalleled customer engagement platform for businesses.

Vonage’s Advanced Contact Center, powered by inContact, utilizes Vonage’s robust cloud communications platform and inContact Customer Interaction Cloud to provide seamless integration for a unified customer experience. The combined capabilities create inherent cost saving opportunities, as well as a one-stop shop for enterprises with a centralized or dispersed contact center team.

“We’ve had a long-standing relationship with inContact, partnering to help provide our customers with a quality contact center solution that meets the full spectrum of business needs,” said Omar Javaid, Chief Product Officer for Vonage. “Vonage delivers a robust unified communications solution integrated with inContact’s enterprise-grade contact center for a seamless communications solution, and we are excited about our enhanced partnership.

“As the Contact Center workspace increasingly moves to highly distributed and even residential type environments, the use of our SmartWAN to deliver high quality over broadband adds to this rich customer experience.”

inContact offers a complete cloud contact center solution and is recognized as a leader by five major analyst firms. inContact Customer Interaction Cloud helps organizations around the world improve customer experience with a unified suite of omni-channel routing, workforce optimization, and analytics – delivered on an enterprise-grade open cloud platform.

Vonage Advanced Contact Center enables a direct line of communication between the agent and customer for an easier and faster connection via voice, live chat or email. inContact Omnichannel Routing, part of Customer Interaction Cloud, intelligently routes all customer interactions and empowers contact center agents to provide personalized and proactive customer experiences. Agents have immediate, complete access to the customer’s account through the contact center agent interface which works seamlessly with popular customer relationship management (CRM) tools like salesforce.com, and productivity suites, like G Suite.

Mobile Medical Examination Service, Inc. (MedXM), a national leader in preventive care technology and health risk assessment, recently signed with Vonage to provide its 5000-person medical staff with a full range of UCaaS and Communications Platform as-a-Service (CPaaS) solutions to help lower costs and create better health outcomes for its members. As a part of this full suite of cloud communications tools, MedXM will employ Vonage’s Advanced Contact Center to enable its full-service, in-house customer service team to enhance and build upon its impressive customer management and support processes, as well as seamless integration into G Suite powered by Google Cloud.

“When we made the decision to move our communications system to the cloud, the most important consideration was partnering with a company that would help us to provide our members – patients, healthcare plans and physicians – with the same robust network of resources and unparalleled customer service that they expect from MedXM,” said Sy Zahedi, CEO, MedXM. “Vonage’s Advanced Contact Center solution powered by inContact provides us with the agility we require to connect with our members wherever they are to meet their healthcare needs better and faster. This augmented customer engagement, along with the increased collaboration, mobility and productivity that Vonage’s UCaaS solution and G Suite integration provides, is helping us to drive better outcomes for our members.”

With exceptional customer contact handling and guaranteed high quality voice interactions, inContact is continuously enhancing contact center productivity for a better customer experience. inContact also improves its customers’ contact center cost structure through proactive, agentless outbound email campaigns, reduced staffing costs and improved workforce management tools. The private connectivity between Vonage and inContact enhances the experience while also reducing costs. Businesses benefit from inContact’s integration with the Vonage network, eliminating the typical per minute costs associated with delivering an inbound phone call from a call center queue to the agent.

“We are pleased to be working with Vonage to deliver a combined unified communications and contact center solution for mid-size and enterprise organizations,” said Brett Theisen, Senior Vice President, inContact. “More and more companies are recognizing the benefits of cloud technology to modernize their customer service operations and streamline the customer experience.”

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